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Brendan B. Read Info


Senior Contributing Editor

Brendan B. Read is a leading contact center industry journalist, with extensive experience covering site selection, outsourcing, teleworking, e-learning/e-training, and business continuity. He has held editorial positions with Call Center Magazine and DM News and has written for other publications including 1to1, Call Center Management Review, Contact Management, and Direct Marketing News. He is author of “Designing the Best Call Center for Your Business,” “Home Workplace,” and, with Joseph Fleischer, “The Complete Guide to Customer Support.” He is also a contributor to Computer Telephony Encyclopedia, authored by IP Telephony editor Richard ‘Zippy’ Grigonis.

Read has been on the inside of the teleservices industry. He provided corporate communications for The AnswerNet Network, one of the Top 50 Teleservices Agencies, from 2004 until 2007. He has spoken and has been a panelist at conferences including ACCE, Call Center Demo, the DMA, ICCM, and ICMI Knowledge Exchange.

Business journalism has been Read’s forte. In 1989 he won a first place business writing award from the Oregon Newspaper Publishers Association for a series on Portland, Oregon-area downtowns. He later lived in New York City, Seattle, San Francisco, and in the UK, working for a wide variety of publications covering the construction, electrical generation and installation, distribution and warehousing, international trade, legislation, metals, transportation, travel, and workplace safety. He also authored books on OSHA electrical safety regulations. His first article on teleservices, ‘TeleSell’, appeared in Electrical Wholesaling in 1992.

Read is a political science graduate from the University of Victoria, Victoria, BC, Canada.

Brendan also maintains TMCnet’s call center/CRM blog “Readerboard”, which can be found at:

Latest Articles

Q&A With CSI's Rich Marcia On Analytics - 08/02/2011
Interactions Secures $12m Backing for Innovative Voice/Self-Service Solution - 07/26/2011
Optimized Business's Ben Navon on Hosted IVR, Dialing, Routing - 07/26/2011
Enterprise, Cloud Helps Lifts Interactive Intelligence Q2 Revenues 34 Percent - 07/26/2011
Optimized Business's Ben Navon on Hosted IVR, Dialing, Routing - 07/25/2011
New Dates for RCCSP Call Center Training Course on Handling Difficult Callers - 07/22/2011
Capgemini Tackles Social Channel with Social Media Management Managed Service - 07/21/2011
Verint To Acquire Vovici, Expands into EFM Market - 07/20/2011
RCCSP Offers CRM, Six Sigma Contact Center Training Courses in Greenville S.C. July 25-28 - 07/19/2011
West Interactive on Contact Center Hosting - 07/18/2011
Are You Ready to Train for Repatriated Contact Centers? - 07/15/2011
Are You Ready To Train For Repatriated Contact Centers? - 07/15/2011 Walks the Walk on the Cloud with LiveOps - 07/14/2011
RCCSP Brings Contact Center Training to Chicago Area Aug.1-5 - 07/13/2011
TeleTech on Hosted Solutions - 07/12/2011
Avaya's New Aura Contact Center 6.2, Aura Experience Portal Integrates Experience - 07/12/2011
Contact Center Accent and Culture Training? Who Needs It? - 07/08/2011
NCO/One Equity's/APAC Merger May Be Delayed by Legal Wrangling - 07/07/2011
NEC Supports Virtualized Environments With Business ConneCT 5.1 - 07/07/2011
Q&A With CSI's Rich Marcia On Analytics - 07/07/2011
The Next Evolution of Virtualization: EMC Transforms IT Service Delivery - 07/06/2011
Alterian Reveals Which Firms Win The Social Media Jousts - 07/06/2011
More Reasons To Attend RCCSP's Call Center Training in Canada Next Week… - 07/06/2011
More Reasons to Attend RCCSP's Call Center Training in Canada Next Week… - 07/05/2011
The Coming of Social/CRM Convergence - 07/01/2011
Creating Winning Performance - 07/01/2011
Serving The Empowered Customer - 07/01/2011
2011 IP Contact Center Technology Pioneer Awards - 07/01/2011
The Hosting Experience - 07/01/2011
Calabrio's App-Based Performance Solutions - 07/01/2011
9-11-01 to 5-01-11… - 07/01/2011
Enabling Post-Call Survey Systems For Improved Contact Center Training - 06/30/2011
Contact Center Training: The Subject Matter Experts - 06/29/2011
Q&A with Interactive Intelligence's Tim Passios on CIC 4.0 - 06/27/2011
Alcatel-Lucent (Genesys) On Contact Center Performance - 06/24/2011
Call Center Training, Recruiting Investments Up: Dimension Data Report - 06/24/2011
Call Center Training, Recruiting Investments Up: Dimension Data Report - 06/24/2011
RCCSP Offers Intensive Contact Center Training in Canada July 11-15 - 06/23/2011
Open Community Versus Managed Social Media - 06/23/2011
RCCSP Offers Intensive Contact Center Training in Canada July 11-15 - 06/22/2011
RCCSP Offers Intensive Contact Center Training in Canada July 11-15 - 06/22/2011
Q&A With SpotOn/Envision's Connie Smith on Social Media Quality Monitoring - 06/20/2011
Why Retail is the Best Contact Center Training Ground - 06/17/2011
Avaya Study Prompts Need for Contact Center IVR Training - 06/16/2011
InContact/Siemens Partnership Changes the Cloud, UC/BCS Market - 06/16/2011
Sterling Commerce On Call Center Productivity - 06/14/2011
Interactive Intelligence CIC Goes Enterprise With CIC Version 4.0 - 06/13/2011
VoIP Call Recording: SIP Print's On-Target Contact Center Applications - 06/13/2011
Bolstering Contact Center Training and Certification, RCCSP Adds IAOP's Certified Outsourcing Professional designation - 06/10/2011
Aegis's Joplin Contact Center Team Recovers from Tornado - 06/09/2011
RCCSP Offers the Best Deal (in Call Center Training) in Vegas - 06/07/2011
Nuance Launches Complete Care Integrated Inbound/Outbound Multichannel Solutions - 06/06/2011
RCCSP Call Center Training Course Enabling Hearing Voice of Customer - 06/03/2011
Sorting the CRM/Social CRM Concepts (and Jargon) - 06/02/2011
Call Center Training for Field Reps - 06/01/2011
ExtremeTix's Well-Timed Disaster Response - 06/01/2011
Anytime, Anywhere Any Channel Support - 06/01/2011
Improving Productivity Via Simplified Self-Service Authentication - 06/01/2011
Finding Productivity Opportunities - 06/01/2011
A Peek at the New Customer Interaction Center (CIC) Version 4.0 - 06/01/2011
The IP Switch - 06/01/2011
In Hiring, To Avoid Big Brother Quit Being Nasty Sister - 06/01/2011
NICE on Contact Center Performance Issues - 05/31/2011
Call Center Training to Manage Today's Difficult Callers - 05/27/2011
Sage Observations, Advice on Social CRM - 05/26/2011
Performance Management and Coaching Solutions Provider Envision Speaks About Contact Center Performance - 05/25/2011
Avaya on Contact Center Interaction, Routing Trends - 05/24/2011
SAP on Social CRM - 05/23/2011
Come to Boston for RCCSP Call Center Training - 05/20/2011
Aspect Releases Aspect Contact 2011 Small-Midsized Contact Center Solution - 05/18/2011
SAP Enables Easier Enterprise Mobile App Development, Also Releases New Apps - 05/17/2011
New RCCSP Contact Center Strategy Course Helps Managers Achieve Goals - 05/13/2011
ITIL-Powered RightAnswers Unified Knowledge Platform Goes Mobile - 05/13/2011
Decline in Word-of-Mouth (WOM) Product/Service Opinion Sharing: COLLOQUY - 05/12/2011
Alcatel-Lucent Genesys 8 Surpasses 1K Cloud/Hosted Deployments - 05/11/2011
Medallia Releases Latest Medallia Contact Center Experience EFM Solution - 05/09/2011
Can ITSM/ITIL Processes Manage The Cloud? - 05/06/2011
RCCSP Professional Education Alliance Offers Communications Training for Call Centers, Enterprises - 05/06/2011
Aspect on Improving Contact Center Productivity - 05/04/2011
AmEx Study Says More U.S. Companies Failing the Math: Great Service = More Sales - 05/03/2011
SIP Print's On-Target Contact Center Applications - 05/01/2011
Tuning Up Workforce Management - 05/01/2011
Recording The Developments - 05/01/2011
The UC Taste Test - 05/01/2011
News Briefs - 05/01/2011
Changing Needs, Changing Shores - 05/01/2011
Customer Interaction Solutions Magazine's 12th Annual CRM Excellence Awards - 05/01/2011
Getting It Right on Social Media - 05/01/2011
Fox IT Takes ITSM, ITIL to the Cloud with ITSM 2.0 - 04/29/2011
RCCSP Offers Spring Virtual Call Center Supervision and Training Courses - 04/29/2011
Screening and Assessing Contact Center Agents for Productivity: FurstPerson - 04/26/2011
Hornbill Takes ITSM (and ITIL) Social and Mobile - 04/24/2011
RCCSP Professional Education Alliance on Call Center Training and Productivity - 04/22/2011
Interview with Varolii's New President/CEO David McCann - 04/21/2011
SysAid's ITIL-Based Software Gains Popularity with Financial Services Firms - 04/16/2011
Call Center Training Needs Increase with U.S. Center Expansions - 04/16/2011
BPO Firms Seeing Growth in Improving Home Agent Programs - 04/13/2011
Zylog Enables SME Firms To Go Social, Mobile on M/S CRM, ERP, RMS Solutions - 04/12/2011
ITIL Training, Certification Can Open Doors to Employment Opportunities - 04/08/2011
InVision Software, the Call Center School Partner on Call Center Training - 04/08/2011
Nexidia Speech Analytics Identify and Promote BlueCross BlueShield Tennessee's Contact Center Wellness - 04/08/2011
ITIL-Compatible ITSM Automation Enabled in Kovair, nSolutions Partnership - 04/04/2011
Interactive Intelligence Offers Call Center Training Classes - 04/01/2011
Demolish The Call/Contact Center? - 04/01/2011
ac2: The Next Generation Workforce Management - 04/01/2011
Reducing Churn: The Fast Route to Profitability - 04/01/2011
Call Center Survey Reveals Shrinkage Impact - 04/01/2011
Serving the Social Customer - 04/01/2011
The Cloud Ascendancy - 04/01/2011
The BI Formula - 04/01/2011
Making Homes for Contact Centers - 04/01/2011
Customer Interaction Solutions Magazine's 26th Annual Top 50 Inbound Teleservices Agency Ranking - 04/01/2011
Debt Collection Drives Up Dialer Demand in Europe, Middle East: Frost and Sullivan - 03/30/2011
Social Media Support Amongst Services in First Call Resolution's Newest Contact Center - 03/29/2011
ITIL Certification, Training Goes Mobile and Remote - 03/25/2011
RCCSP Call Center Training Events in Chicago, Houston, Atlanta, Boston - 03/25/2011
Alteva Goes Green and Enables Others to Act Likewise - 03/21/2011
Just One Week Left to Enroll in RCCSP's New York City-Held Call Center Training Classes - 03/18/2011
Verizon CaaS to Support SAP CRM: With Help from ITIL-Trained, Certified Help Desk Reps - 03/18/2011
Infosys Identifies What Business Stakeholders Should Consider in Building Social CRM - 03/17/2011
Aspect on Cloud/Hosted Solutions - 03/16/2011
Avidian Technologies Prophet CRM Helps Builds Speck's Business - 03/15/2011
Manheim, BMC Deal Illustrates Growing ITIL Popularity: And Need For Certification - 03/11/2011
Call Center Fundamentals Training Featured In RCCSP's NYC Contact Center Congress - 03/11/2011
Facebook, Posts and Experts Influence Buying Behavior: Wantlet Survey - 03/10/2011
Business Intelligence Goes Mobile in New MeLLmo/SAS Alliance - 03/09/2011
The Cloud and ITSM, ITIL, ITIL Training and Certification - 03/05/2011
Workforce Management Focus at RCCSP Professional Education Alliance's New York Call Center Training Event - 03/05/2011
UK's Apex Credit Management on Awards Shortlist: With Help From Noble and Nexidia - 03/03/2011
Vestec on Contact Center Speech Recognition Trends - 03/02/2011
InetSoft's BI Solution to Enable Flight Safety - 03/01/2011
Customer Interaction Solutions Magazine's 26th Annual Top 50 Outbound Teleservices Agency Ranking - 03/01/2011
Analyzing the Conversations - 03/01/2011
Navigating the Compliance Rapids - 03/01/2011
From Foe to Friend - 03/01/2011
Optimizing VoIP for Contact Centers - 03/01/2011
Entrusting The Technology - 03/01/2011
Avoid Lawsuits, Avoid Credit Checking Applicants - 03/01/2011 Founder Pleads Guilty to Fraud Charges - 02/28/2011
Q&A on with RCCSP Professional Education Alliance on Training Home and Remote Call Center Agents - 02/27/2011
Canada's Loyalist College to Invest in ITIL Certification Management System - 02/27/2011
Q&A With InetSoft on Business Intelligence - 02/25/2011
Varolii Launches New Disease Management, Wellness Solutions - 02/23/2011
To Help Developers, Nuance Medical Speech Recognition Ascends to the Cloud - 02/23/2011
Work Smarter, Not Harder: Calabrio's Redesigned CalabrioOne WFO Solution Mantra - 02/22/2011
Cvent Makes Web Survey Solutions Easier, More Effective - 02/22/2011
Avaya Writes Rx for Healthcare Communications - 02/22/2011
Remote Agent Summit Sold Out: Workshops Open - 02/17/2011
RCCSP's Call Center Training Rolls into the Big Apple March 28-April 1 - 02/17/2011
ITIL Certification Being Required in Support Employment: Example - 02/17/2011
Telepresence: LifeSize to Turn On Mobile HD Video Content Streaming - 02/15/2011
AT&T Builds Its Cloud with New Mobile, Enhanced Solutions - 02/15/2011
Genesys Smashes the Service Silos with Social Engagement Solution - 02/15/2011
Canadians Brawl Over Internet Usage Caps - 02/14/2011
InQuira Platform Integrated with SAP Applications - 02/14/2011
RCCSP Offers Call Center Training on Service Engineering Techniques - 02/12/2011
Smart911 Mobile 911 Service: Nearly Four Million Users and Growing - 02/10/2011
Convergys Intros 4G Billing/Customer Care Solution - 02/10/2011
UTOPY's Speech Analytics Boosts Collections Performance - 02/07/2011
Hurry to Get on The ITIL Certification Fast Track! - 02/05/2011
InContact on Cloud/Hosting Call Center Services - 02/04/2011
Texan Call Center Managers to Get Training Spurs at RCCSP's Call Center Management Boot Camp - 02/03/2011
Q&A With Verint on PCI DSS Compliance - 02/02/2011
Aegis Partners With Saudi Telecom to Provide Customer Care - 02/02/2011
Mining The Social Channel for Customer Gold - 02/01/2011
Unlocking the Feedback - 02/01/2011
Cleaning Up Issues With Mobile CRM - 02/01/2011
Social CRM Insights - 02/01/2011
Demanding Customers, Demanding Skills - 02/01/2011
Staying on the UC Wave - 02/01/2011
Fast Track from Lifecycle to ITIL Expert Certification in Just Two Months - 02/01/2011
Austin, Texas Hosts RCCSP Contact Center Training and Certification Courses - 02/01/2011
Contactual on the Hosted Contact Center Value Proposition - 01/31/2011
ITIL Certification Needs Grow with Ricoh $300 Million MDS Investment - 01/27/2011
Who Are You, Really? Nuance's New Voice Biometrics Solutions Enables the Answer - 01/27/2011
RCCSP Professional Education Alliance Call Center Training Civilizes the IVR 'Ogre' - 01/25/2011
FrontRange Solutions' New Saas IT Line Does Hosting Right - 01/25/2011
J.C. Penney to Close Contact Centers, Stores - 01/25/2011
Alcatel-Lucent's New Genesys WFO Solution Marries Intelligent Routing and Scheduling - 01/24/2011
RCCSP Intros Home/Remote Call Center Training Courses - 01/19/2011
RCCSP-Certified, Trained Call Center Professionals to Get IQPC Event Discounts - 01/19/2011
ITIL Certification v2 to v3 Bridging Ends Soon - 01/19/2011
Social CRM Adoption Slow but Adopters Enjoy Advantage - 01/18/2011
One More Reason for ITIL Certification: Jobs - 01/13/2011
2011 Remote Agent Summit Shows How to Bring Contact Centers Home - 01/12/2011
Hire a Hero for Your Contact Center - 01/12/2011
Parature on Social CRM - 01/11/2011
Voice of the Customer Says Loyalty Programs Cumbersome - 01/11/2011
Q&A with Altitude Software - 01/10/2011
Texan Call Center Managers to Get Training Spurs at RCCSP's Call Center Management Boot Camp - 01/07/2011
ITIL Certification Training Provider ITSM Academy Celebrates Sixth Year with RCCSP - 01/07/2011
Q&A With BroadSoft on Unified Communications - 01/07/2011
IVR: Nuance Acquires PerSay to Bring Voice Biometrics to Market - 01/06/2011
Top 10 Project Management Trends for 2011: ESI International - 01/05/2011
Presidio Gives Glimpse into Contact Centers for 2011 - 01/04/2011
IBM on Social Channel/Media, Social CRM Trends - 01/03/2011
Varolii, Monitronics Partner on Home, Business Security - 01/03/2011
To Improve Quality and Profits Get Rid of HR - 01/01/2011
Applying CRM Ingenuity - 01/01/2011
From QM to QM - 01/01/2011





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